Remote L2 Production Support Engineer — CLSS SME

NTT DATA Americas; Town of Schroeppel (NY); Remote; USD 79,000 - 137,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with company match

Paid time off

Job summary

NTT DATA Americas is seeking a Production Support Engineer to join our team remotely in the US. You will provide Level 2 support for the CLSS platform, troubleshoot incidents, and work across cross-functional teams to resolve issues.

The role requires extensive experience in IT production support, SQL analysis, and gateway/pathway architectures, with strong communication and ownership. You will ensure 24x7 operations, onboarding customers, and contributing to RCA actions, while developing

Qualifications

• 10+ years in IT with significant experience in Product, Application and Production Support.
• 5+ years in L2 production support, incident management, troubleshooting and resolution.
• 5+ years of Gateway/Pathway communication architecture and troubleshooting.
• 5+ years of SQL skills for data analysis and production troubleshooting.

Responsibilities

• Provide L2 product and production support for the CLSS platform, ensuring timely investigation and resolution of incidents and service requests.
• Configure, monitor, and troubleshoot network connectivity between Central Stations and CLSS environment.
• Investigate and resolve Gateway/Pathway communication issues, connectivity failures and connection-loss incidents.
• Perform production support activities including data validation, issue analysis, and root cause investigation using SQL and other tools.
• Support customer onboarding and manage day-to-day operational support activities.
• Coordinate with customers, Central Stations, development, network, and business stakeholders to resolve issues.
• Take end-to-end ownership of incidents and drive them to resolution with clear communications.
• Participate in RCA activities for critical issues and contribute to preventive actions.

Skills

L2 Production Support

SQL

Azure

C#/.NET

Incident Management

Communication

Team Collaboration

Job description

NTT DATA Americas is seeking a Production Support Engineer to join our team remotely in the US. You will provide Level 2 support for the CLSS platform, troubleshoot incidents, and work across cross-functional teams to resolve issues.

The role requires extensive experience in IT production support, SQL analysis, and gateway/pathway architectures, with strong communication and ownership. You will ensure 24x7 operations, onboarding customers, and contributing to RCA actions, while developing